Intercom, Inc.

JANUARY 23, 2020

The situations that portend failure are varied and unfortunately common – no product-market fit, no cash, bad product, burnout, to name just a few of the most obvious. Poor marketing. A better strategy is to prioritize building your audience alongside developing the product. In this world, growth trumps all other priorities.

Underperforming Technical Team 183

Underperforming Technical Team Scale Payments Payment Services 183

User Pilot

MARCH 11, 2024

Looking for an effective retention analytics tool and wondering if Mixpanel is the best option for your SaaS company? In this article, we’ll delve into precisely that – helping you determine whether Mixpanel is the ideal choice for your retention analytics needs. Looking for a Better Alternative for Retention Analytics?

Software Review 52

Software Review Retention Technical Review Systems Review 52

User Pilot

MARCH 25, 2024

The number of sessions per user metric is key to understanding user behavior and user satisfaction with your platform. This article shows you: Easy ways to track this metric using Userpilot and GA4. Popular tools for tracking the number of sessions per user metric: Userpilot. Best practices to improve product engagement.

Metrics 79

Metrics Underperforming Technical Team Engagement Benchmarks 79

Sales Enablement, SaaS and Growth

OCTOBER 29, 2018

Retention truly is the foundation of growth for software as a service (SaaS) companies, but oftentimes, it is overlooked and undervalued. High SaaS churn is a corollary of poor retention - but it can creep up unannounced, and rather than deal a single fatal blow, it causes death by a thousand small cuts.

Churn 152

Churn SaaS Payments SaaS Payments 152

User Pilot

JUNE 26, 2023

Want to track the different types of product metrics to get product growth insights ? Product metrics are critical for product growth managers to develop the right product strategies and drive continuous value for customers. However, it isn’t easy to choose the right product metrics from the many SaaS metrics available.

Metrics 73

Metrics Customer Lifetime Value SaaS Acquisition 73

Chart Mogul

NOVEMBER 24, 2022

After all, it’s the customer success teams that drive growth through retention and churn mitigation. So, what’s the best way to drive retention and mitigate churn in 2023? After all, it’s the customer success teams that drive growth through retention and churn mitigation. A positioning problem?

Churn 52

Churn Retention Underperforming Technical Team Scale 52

Baremetrics

OCTOBER 9, 2021

Some clients are destined to churn. But what happens if your churn rate is significantly higher than what your direct competitors are benchmarking? But what happens if your churn rate is significantly higher than what your direct competitors are benchmarking? This is not a failure on your part. Table of Contents.

Retention 114

Retention Underperforming Technical Team Churn Acquisition 114

User Pilot

MARCH 14, 2024

Looking for an effective churn analytics tool and wondering if Heap is the best option for your SaaS company? In this article, we’ll delve into precisely that – helping you determine whether Heap is the ideal choice for your churn analytics needs. Looking for a Better Alternative for Churn Analytics? Try Userpilot!

Technical Review 52

Technical Review Software Review Churn Systems Review 52

SaaStr

OCTOBER 24, 2022

Developers act, think, and behave differently than your average customer. As an API-first company, WorkOS focuses on selling primarily to developers. Doing Business with Developers. Developers haven’t typically been the buyers in enterprise software, so why should you build for developers?

Underperforming Technical Team 183

Underperforming Technical Team Outsourced Development Development Part-Time VPE 183

Intercom, Inc.

DECEMBER 8, 2020

This is where metrics can be invaluable, giving clarity on performance, and circumventing potential issues. But with so much data to consider, how can you define the help desk metrics that matter for your team? What are help desk metrics? Help desk metrics vs. KPIs. Ticket volume or total conversations.

Customer Support 211

Customer Support Metrics Technical Review Scale 211

User Pilot

OCTOBER 18, 2023

Are you looking to enhance your SaaS customer retention rates and keep your business thriving? In a nutshell, it comes down to two key steps: investing in top-notch customer retention software to boost user engagement and combat churn, and adopting a comprehensive array of customer retention strategies and tactics.

Retention 52

Retention Strategy SaaS Customer Lifetime Value 52

Intercom, Inc.

OCTOBER 12, 2021

As a support leader, you already know how important it is to take care of your customers – but it’s just as important to take care of your support team. Here’s why human support is so crucial for any customer-centric organization, and how it can have a significant impact on your team, your business, and your customers. Here’s why.

Underperforming Technical Team 222

Underperforming Technical Team Technical Review Payment Methods Payments 222

User Pilot

DECEMBER 10, 2023

Looking for a good churn analytics tool and wondering which one of Pendo, Appcues, and Mixpanel is the best option for your SaaS company? There are plenty of tools for churn analytics on review sites, but they don’t make the choice any easier. Get a Userpilot demo for churn analytics and drive your product growth code-free.

Churn 52

Churn Software Review Underperforming Technical Team Technical Review 52

User Pilot

MARCH 12, 2024

When left unaddressed, feature drop-offs lead to user dissatisfaction and result in churn. Prioritize feature development as per user needs. Improve user experience and increase retention. Poor onboarding. Track feature retention with cohort analysis. Metrics to help you measure drop-offs: Product stickiness.

Underperforming Technical Team 85

Underperforming Technical Team User Experience Retention Scale 85

User Pilot

DECEMBER 10, 2023

Looking for a good churn analytics tool and wondering which one of Pendo, Appcues, and UserGuiding is the best option for your SaaS company? There are plenty of tools for churn analytics on review sites, but they don’t make the choice any easier. Get a Userpilot demo for churn analytics and drive your product growth code-free.

Churn 52

Churn Software Review Underperforming Technical Team Technical Review 52

ProfitWell

MARCH 11, 2020

But creating customer retention strategies requires a deep understanding of your retention issues. We're about to go diving for metrics. Why you need to understand your customer retention metrics. That's what metrics give you. How is customer retention measured? Your customer retention rate (i.e.,

Retention 52

Retention Metrics SaaS Payments Underperforming Technical Team 52

User Pilot

DECEMBER 12, 2023

Looking for a good retention analytics tool and wondering which one of Pendo, Appcues, and UserGuiding is the best option for your SaaS company? There are plenty of tools for retention analytics on review sites, but they don’t make the choice any easier. Let’s compare them! Let’s dive in!

Retention 52

Retention Software Review Technical Review Underperforming Technical Team 52

User Pilot

OCTOBER 10, 2022

Are you having trouble deciding on what feature adoption metrics you should choose to measure the success of the new feature? In this article, we’ll cover the key metrics you need to develop an informed feature adoption strategy and discuss how you can improve them. Uncover weak spots and improve feature adoption.

Metrics 77

Metrics Strategy Underperforming Technical Team Onboarding 77

User Pilot

DECEMBER 12, 2023

Looking for a good retention analytics tool and wondering which one of Pendo, Appcues, and Mixpanel is the best option for your SaaS company? There are plenty of tools for retention analytics on review sites, but they don’t make the choice any easier. Let’s compare them! Let’s dive in!

Retention 52

Retention Software Review Technical Review Underperforming Technical Team 52

FastSpring

APRIL 26, 2022

In the language of SaaS, I churned. And the experience got me thinking: Was immediate removal of paid features the best chance to keep me from churning? When did I officially count as “churned”? Did they count me as churned on the day I canceled? In part one, we cover benchmarks and common churn formulas.

Benchmarks 123

Benchmarks Churn Payments SaaS Payments 123

User Pilot

MARCH 14, 2024

Key metrics you should be measuring. You can use customer analytics to create targeted marketing campaigns, inform product development, and reduce churn , among other things. You can use customer analytics to create targeted marketing campaigns, inform product development, and reduce churn , among other things.

Customer Lifetime Value 92

Customer Lifetime Value SaaS Underperforming Technical Team Retention 92

CustomerSuccessBox

JUNE 17, 2022

This enables your product team to identify and track engagement data and optimize the product. It lets you go beyond those vanity metrics and tie the data back at every step of the customer journey. Analysis like, Conversion analysis Churn analysis Attribution analysis Retention analysis Segmentation Funnel analysis.

Churn 52

Churn SaaS Payments Underperforming Technical Team Payment Features 52

ChurnZero

SEPTEMBER 8, 2022

Every Customer Success team focuses on keeping customers engaged and ultimately, preventing churn. Customer Success teams typically answer the same questions over and over again as they gain new clients. The bad news: It’s tiresome to answer the same questions day in and day out! Increase customer retention, lower churn.

Education 98

Education Customer Success Underperforming Technical Team Scale 98

ChurnZero

JANUARY 6, 2022

Though Customer Success was originally regarded as a post-sale cost center, you can flip its narrative with the right metrics, positioning, and forecasting strategy. Customer Success teams that own one or both of these revenue sources get viewed as a profit center by the business. Choose Metrics that Emphasize Your Value.

Forecasting 98

Forecasting Customer Success Metrics Sales Funnel 98

Totango

OCTOBER 2, 2020

Equipped with the knowledge provided by customer data, you can help your customer survive tough times by offering practical solutions that add value and ultimately contribute to customer retention during economic downturns — even ones caused by a pandemic. Every act of providing value is therefore an act of customer retention.

Retention 118

Retention Underperforming Technical Team Churn Customer Lifetime Value 118

User Pilot

AUGUST 15, 2021

A key reason why customer engagement metrics are important to successful SaaS businesses. In this article, we will walk you through ten important user engagement metrics to measure. What are customer engagement metrics? This is how you know where to focus your attention to improve retention rates. Let's get started!

Engagement 98

Engagement Metrics Scale SaaS 98

User Pilot

JANUARY 17, 2024

The most common challenges that hinder SaaS growth are lack of product-market fit , ineffective sales and marketing strategies , customer churn, and long product development cycles. Provide the necessary training for your sales teams. Regularly analyze your customer retention to improve your strategy.

Scale 92

Scale Scaling SaaS Underperforming Technical Team 92

User Pilot

MARCH 27, 2023

We start by looking at different kinds of analyses and the metrics to track and then explore some practical ways of using each of them to drive various product goals. We finish with an overview of product analytics tools that your team can benefit from. As a result, both types of analytics use different metrics.

Underperforming Technical Team 96

Underperforming Technical Team SaaS Churn User Experience 96

User Pilot

APRIL 21, 2023

The aim of product analysis is to better understand its strengths and weaknesses, to evaluate how effective it is at satisfying user needs , and to identify areas for improvement. Product analysis benefits teams from across the organization, including your product , marketing , customer success , and UX design colleagues.

Underperforming Technical Team 92

Underperforming Technical Team SaaS Onboarding Retention 92

Intercom, Inc.

JULY 19, 2021

And for your support team, using the right conversational support tool and framework allows them to maximize their resources, so they can focus on solving complex queries and building long-term customer relationships. But conversational support doesn’t just benefit your support team. Teams that benefit: Sales, marketing.

Underperforming Technical Team 129

Underperforming Technical Team Scale Sales Hiring Sales Recruiting 129

Point Nine Land

JUNE 18, 2023

In fact, it’s almost impossible to get a really good understanding of a service’s usage without looking at activity and retention numbers on a cohort-by-cohort basis. By conducting a cohort analysis, you can track customer behavior, retention, churn, and revenue over time. Should I look at churn or retention cohorts?

SaaS Payments 128

SaaS Payments Payment Services Payments SaaS 128

Intercom, Inc.

NOVEMBER 14, 2019

It’s time to start thinking about retention at scale and bring onboard a customer success team. She joined the company in 2007 back when it was just 30 people and has been instrumental in helping the company scale both its team and its market share over the years. Why you need a customer success team.

VP of Engineering 108

VP of Engineering Customer Success Churn Scale 108

Chart Mogul

OCTOBER 29, 2020

Schremser tells us the story of how the Usersnap team turned churn analytics into a powerful tool to improve their product. Churn rates can keep business owners and leaders up into the wee hours of the night, head-scratching why it can’t be reduced to a reasonable amount. We were able to figure out why our churn was so high.

Churn 74

Churn Underperforming Technical Team Development Technical Review 74

Intercom, Inc.

MARCH 12, 2019

A little over a year ago, I got the opportunity to start a new team within our sales organization – a team of Relationship Managers dedicated to growing our current customers at scale. To do the first, we had to hire, train, and write a playbook – the building blocks of any team. Relentlessly measure impact.

Sales Hiring 171

Sales Hiring Sales Recruiting Underperforming Technical Team Scale 171

ProfitWell

JUNE 7, 2020

Businesses track dozens—sometimes even hundreds—of different metrics to determine what marketing efforts are most effective. The problem is, it can be overwhelming to track so many different metrics. And sometimes it might not be clear what caused a specific metric to change. What causes customer churn? Just five percent.

Churn 83

Churn Payments Scale Underperforming Technical Team 83

User Pilot

APRIL 26, 2024

From customer retention to LTV: CAC ratios and customer stickiness, we’ll go over everything you need to know. There are five key metrics you can use to measure customer success: NPS, churn rate , customer stickiness score, customer lifetime value, and CES. No worries! Let’s get started!

Customer Success 52

Customer Success Customer Lifetime Value SaaS Churn 52

ProfitWell

MARCH 23, 2020

There are a few key metrics that all subscription businesses should be completely on top of. Think of these metrics less as numbers on a screen and more as indicators of business health. Churn rate. Churn is the make or break of your subscription business. Stay on top of retention by tracking your customer churn rate.

Subscription 85

Subscription Payment Features Metrics Business 85